Job Summary:

As a Customer Service Representative, you will serve as the primary point of contact for customers, providing quotations, order acknowledgments, and exceptional support for the resolution of technical issues, and answer product-related inquiries.

You will collaborate closely with Engineering Services, Sales, and operations teams to deliver timely solutions, ensure customer satisfaction, and maintain strong client relationships. 

This role requires excellent communication skills, and a commitment to providing world-class customer service. It is also understood that the CSR will be assigned tasks on a daily basis by the Operations Manager(s), and Business Development Manager(s).

Responsibilities:

• Collaborate with BDMs and qualify customer inquiries based on Swagelok standards
• Generate quotes based on part numbers provided by customers and/or identified based on descriptions; prepare and provide price and delivery information in an acceptable format to the end customer
• Confirm and verify part numbering (as required) with the Technical Support Team and/or Engineering Services
• Tag customer’s projects in SAP B1
• Manage orders and enter them into SAP and review delivery schedule from the Factory/suppliers
• Communicate lead times (including any changes) to Customers
• Handle and process Customer and Team emails and calls
• Attract potential customers and provide high quality service to customers by answering product and service questions; provide information about other Swagelok and third-party adjacent products and services
• Handle customer complaints, examine root cause, and suggest corrective action(s). Enter all complaints into SAP.
• Inform Customers’ of promotions as well as identifying upselling opportunities
• Preparing proforma invoices* and uploading of these to customer portals* (*as applicable)
• Liaise with key teams including Sales, Finance, Logistics, Warehouse, Engineering Services, Technical Support to effectively process quotes and orders
• Monitor shipment tracking and order expediting** and ensure feedback is provided to Customers and/or other internal Teams e.g., Sales, Engineering Services, Custom Solutions etc. (**Basic expedites only)
• Ensure accurate filing of closed orders and customer correspondence into SharePoint/Shared Drive
• Performs other related duties as required and assigned.
• Responsible for assigned key performance indicators, which include On-Time Delivery, Customer Response Times, and Average Unread Emails
• Monitor widgets & reports daily to ensure accurate information is provided to Customer(s)
• Coordinate with suppliers for third-party products (enquiry stage only)